Thanks for the response. the problem is, when a call comes in, it alerts the user on the computer, and the user clicks on the pickup button. Ideally, if my understanding is right (please pardon me if I wrong or the question is beat to death, I am new to CIC) the phone must ring once the user has clicked the pick up button. But the user complains that even though she clicks the pick up button, the phone still doesn't ring, however, this is very intermittent, like 1 in 100 calls. Any advise? Many thanks